Hello - and help!

[Trevor]

Hi, I've been with IDNET for abouit 18 months and have been very pleased with the service and, when needed, the support I've received.  I've also found some useful information on here, but until now, didn't didn't need to bother anyone for advice. However, over the last 2 weeks I've been having problems, which I have been unable to resolve. Initially, I would lose my connection every evening, and switching off the router for a few minutes would sort it out. Over the last few days, the connection is being dropped every couple of hours, which is a PITA. Again, switching off the router and switching it back on, solves the problem, but I would like to avoid this inconvenience if possible. I wonder if it might be that the router (BT Voyager 2100 Wireless ADSL) might be on its way out?
I'm sorry to trouble you, but if anyone has any suggestions, I'd be very grateful.
Thanks.

[Rik]

Hi Trevor, welcome to the forum - have one of our specially-wrapped karmas.

Is there anyone you could borrow another router from? If so, that would be the quickest way to eliminate the possibility that yours is faulty. If not, is the router getting a bit warm? Improved ventilation might help, the other possibility is that the power supply is picking up electrical noise, and a surge suppressor might improve things.

The other issue to consider at this time of year is Christmas lights. These can produce a lot of electrical noise, particularly the 'chaser' type.

Do you lose sync, or does the connection just stop working while maintaining sync?

[Trevor]

Hi Rik and thanks for the welcome.
I know of no one that I can borrow a router from. I live in the far north of Scotland and there aren't too many other residents around! LOL
The router doesn't seem to be very warm to the touch and the circuit its connected to is surge protected. I had the cottage renovated a year ago and all the electrics were replaced.
I haven't got round to putting up any Xmas lights yet.
I'm sorry, but am unsure what you mean by 'losing sync'  The relevant lights on the router are on and solid, but I am unable to access the internet or email.
Thank you for taking the trouble to reply, its much appreciated. 

[Rik]

Hi Trevor

When you lose sync (synchronisation) the router's modem and the DSLAM stop talking to each other. It will be followed by a re-training as the modem re-establishes the connection. On most routers, this is accompanied by a flashing light, or one that turns red or similar.

Can you check your line stats for me please?

    From the web interface http://192.168.1.1

    Click Advanced...|Status in the centre of the page

    This opens up a new menu on the left hand side of the page.
    Under Status

    > Broadband Line

    "More Information" gives you line error information stats

    Default login: "Admin". Password: "Admin" or "Password"

[Trevor]

Hi Rik,
The line status shows the following error info: (Downstream/Upstream)
Super Frame errors 7/0
RS Correctable Errors 905/10
RS Uncorrectable Errors 28/0
HEC Errors 7/0
The remainder are all 0
I hope this means something to you, as it might as well be Urdu as far as I'm concerned!
Thanks again.

[Rik]

Does that page not give line stats as well, Trevor, particularly downstream sync speed, attenuation and noise margin?

IDNet have had a quick look at your line, and it seems likely that you are losing sync, there were nine re-authentications yesterday and one this morning.

How is your phone wiring laid out, ie do you have multiple hard-wired extensions? What else is connected to the line, where does the router connect relative to the master socket?

[Trevor]

Hi Rik,
I've attached a screenshot of the stats, which I should have done in the first place. Sorry.
Yes, we have multiple hardwired extensions, but the router is connected to the master socket, along with the ADSL filter. None of the other sockets are in use at present.


[attachment deleted by admin]

[Rik]

Hi Trevor

Your speed is lower than I would expect for your attenuation, by comparison, on a 56db attenuation, I sync at 3232 or thereabouts. My guess is, therefore, that you are getting a lot of noise pick up. This may be external, particularly if you have an overhead phone lines, but it may be internal.

Check out your wiring, using this guide. In particular, remove the ring wire, and see if that helps (if it reduces the noise level, when you connect the router, it should show a higher sync speed).

If you have an NTE5 master socket, then try removing the face plate and using the test socket - that will disconnect all your internal wiring and give you the best picture of your line.

[Trevor]

Hi Rik,
I've connected to the test socket as you suggest and attached is a screenshot of the latest stats.


[attachment deleted by admin]

[Rik]

That's a significantly lower sync speed than I would expect for your attenuation, Trevor. I note that the noise margin has dropped and the sync speed increased at the test socket, which hints that all may not be well with your internal wiring. Is it practical to keep the router connected at the test socket over the weekend and see if your stability improves? If so, try it and see how things are by Monday. If stability is no better, then ask IDNet to get an engineer out - if the problem persists at the test socket, it has to be a BT fault.

[Trevor]

Hi Rik,
Yes, there's no problem keeping to the test socket for the weekend.
Thanks again for all the trouble you've gone to to help. Have a good weekend. 

[Rik]

My pleasure, Trevor. I'll be around if you need any help.

[cavillas]

My pleasure, Trevor. I'll be around if you need any help.

Why are you intending on eating a lot this weekend.

[Rik]

I do that all the time Alf. Now next weekend I may make an extra special effort... 

[Trevor]

Hi Rik,
I have attached the latest stats, which I wonder if you could comment on please?
At least, since connecting to the test socket, the line hasn't dropped, but it is quite slow.

Thank you.

[attachment deleted by admin]

[Rik]

Hi Trevor

The improved stability would suggest you have a problem with your internal phone wiring picking up noise, so you would benefit from using a filtered face plate to isolate your wiring from the ADSL signal (providing you are happy with the router remaining connected at the master socket).

My guess is that the previous instability has forced your target margin up to 9db, which has inhibited your sync speed (and, therefore, profile). All you can do in that respect is to maintain a connection for 14 days and let the BT line management software adjust the margin downwards.

All that said, the sync speed still seems low to me, so you might want to ask support to test your line, in case anything else is going on.

[Trevor]

Hi Rik,
I'll do as you suggest and see how it goes.
Thank you very much for all your help, its been much appreciated.
Merry Xmas and a happy new year. 

[Rik]

And to you, Trevor.